Regina's Blog

The first time I learned about empathy was when I was taking graduate classes in counseling. We practiced listening and responding with empathy. Empathy
is the ability to understand where someone else is coming from. Empathy and sympathy are two different reactions. Sympathy is feeling sorry for someone
else's misfortune. Active listening and responding with empathy are skills which can be learned. When you listen and respond with empathy it communicates
to the other person that you are really paying attention to what they are saying. You are also paying attention to their visual language and their
tone of voice. During the past five months, I have been interacting with hospice professionals. Hospice professionals interact with dying people and
their families every day. Their empathy is incredible, so much better than mine. It’s hard for me to understand what it must be like facing death.
I imagine that a dying person has mixed emotions, scary on the one hand and peace on the other. I remember when my mother in law was dying of pancreatic
cancer, she told me that she was ready to die but the dying process was really getting to her. Watching a loved one suffer and lose their ability to
function is heart wrenching. It’s also physically and mentally exhausting for the caregiver(s). This morning I found my 90-year-old father, who is
slowly dying of COPD, at my back door with the door wide open yelling for help. When I found him, my empathy did not kick in. I was more focused on
his safety. I should try to be more empathetic, my excuse is that I’m tired and sick of being tired. The past few months have given me a brand new
respect for anyone who has ever been a caregiver.

I just ran into a friend of mine at the supermarket. She seemed stressed. Her cart was overflowing with goodies and she started to tell me about her overbooked
schedule and her list of holiday chores to accomplish which included holiday gifts for multiple teachers. My friend, who is one of the most gracious
women I know, has four children and a lot going on. On the outside she looks as if she has everything under control; her home is lovely, her children
are well mannered, her husband is a nice guy, and she is always willing to help others. On the inside she is really missing her mom who passed away
a few years ago.

Healthcare is a business and today’s patients have choices when it comes to deciding which doctors, which facilities and which treatments to follow. So how can physicians, nurses and other health care professionals create WOW experiences for their customers who are often patients? In order to WOW healthcare patients and their family members, healthcare providers must follow the CARE approach.